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A PROJECT TO BE SUBMITTED TO
UNIVERSITY OF MUMBAI
BY
PARSHURAM SURESH VASAMANI
ROLL NO: 2
DECEMBER, 2019.
THE BHARAT EDUCATION SOCIETY’S
SANT GADGE MAHARAJ COLLEGE
OF COMMERCE & ECONOMICS
12TH KHETWADI, MUMBAI – 400 004.
A PROJECT REPORT
ON
Submitted by
ROLL NO.: 2
SUBMITTED TO
UNIVERSITY OF MUMBAI
2019-2020
PROJECT GUIDE:
Prof: - Prof:-
I acknowledge the valuable assistance provided by The Bharat Education Society‘s Sant
Gadge Maharaj College of Commerce & Economics.
I sincerely thanks to my Guide Dr. Deepak M. Salve Professor, Sant Gadge Maharaj
College for the support and encouragement through this process. My Guide was always
ready for questions and always had answers for that. His high level of expectations made
me work harder than I have ever worked in my life-thanks for your knowledge,
encouragement and above all your patience during thisprocess.
I specially thank to my friend Rashmi R. Darandale, who supported me in all the ways to
complete my project.
I take this opportunity to thank Dr. R. O. Patil Professor, Sant Gadge Maharaj College for
The advent of the Internet, accompanied by the growth of related technologies, has created a
significant impact on the lives of people around the globe. For marketers, one of the most
significant impacts has been the emergence of virtual stores that sell products and services
online. Consumers can now purchase goods and services virtually anywhere, 24 hours a day, 7
days a week, without geographical and temporal boundaries.
While many marketers acknowledge the importance of using the Internet in their marketing
mixes, little research has empirically tested the critical factors that influence an individual‘s
decision when buying products or services online. Based on the gaps found in the literature, the
purposes of this project study is to understand the perception of Electronic Online Food
Ordering. The major factor that inhibits those who have not ordered via an electronic channel
(non-users) is a desire for interaction although technology anxiety is also a factor). Consumers‘
Perceptions of Online Ordering and how they use it or why they don‘t do so. My intention is to
help restaurant operator‘s better design their electronic ordering channels. Non vegetarian food,
particularly kebabs, is far and away the most commonly ordered category. The single most
important attribute of electronic ordering is order accuracy. That is followed by convenience and
ease of ordering. Despite the availability of the internet and phone apps, the most common
ordering channel is still the telephone call. Electronic ordering is growing, though, as the users
said they place a little over 38 percent of their orders on the restaurant‘s website or app. A chief
implication is that restaurateurs must ensure that their ordering systems must give users
perceptions of control and also be convenient. One other consideration is that customers who
order food online prefer restaurants that offer home delivery.
CHAPTER - I
With the coming of the 21st century, we have entered an ―e‖ generation era. The
Internet has generated a tremendous level of excitement through its involvement
with all kinds of businesses starting from e-Commerce, eBusiness, eCRM, eSupply
Chain, eMarketplace, ePayment, eEntertainment, eTicketing, eLearning, to
eCitizenoreGovernement. The Internet has been widely used in many sales and
marketing activities, from the collection of valuable data to the dissemination of
information to different stakeholders, for example, information retrieval, product
communication, sales tool, distribution channel, and as a customer support tool
(Singh, Jayashankar and Singh 2001; Calles 2000; Sandberg 1998; Peterson,
Balasubramanian and Bronnenberg 1997). The Internet has opened a window of
opportunity to almost anyone because of its ability to make viable the conduct of
business in cyberspace, or by connecting people worldwide without geographical
limitations. Consumers can order goods and services virtually anywhere, 24 hours
a day; 7 days a week without worrying about store hours, time zones, or traffic
jams. The Internet has also provided new opportunities for marketers by offering
them innovative ways to promote, communicate, and distribute products and
information to their target consumers.
E-commerce has grown phenomenally in the past decade for a variety of reasons
including changes in consumer lifestyles, technological advancements, increases in
consumer income and education, and rapid financial development throughout the
world. The use of the Internet as a shopping or purchasing vehicle has been
growing at an impressive rate throughout the last decade. The tremendous growth
of online sales and the unique functions of the Internet have drawn a great deal of
attention from many companies rushing into setup businesses over the Internet
without knowing what factors actually motivate consumers to buy products or
services online.
Many marketers agree that Internet marketing will definitely increase customer
spending and loyalty to both online and offline products if it is executed properly.
This is due largely to the Internet‘s significant advantage of two-way communication
and its ability to transmit information quickly and inexpensively when compared to
other traditional mass media using solely one-way communication (Warrington, Abram
& Caldwell 2000;Waldo 2000).The simultaneous and rapid rate of consumer adoption of
personal computers and network systems have encouraged and pressured marketers to
provide Internet retailing sites. Some researchers infact predict that the need for physical
stores could be eliminated in roughly four decades and replaced with electronic retailing
(Cope1996).
While many marketers acknowledge the importance of using the Internet in their
marketingmixes, only a handful of researchers have studied what factors encourage
or discourage consumers when buying products or services online. Despite the
increasing popularity of the Internet, most knowledge of Internet marketing is
based on anecdotes and experiential evidence from television, radio, popular press
or magazines
In summary, the benefits of using the Internet in marketing are enormous as they
offer a huge opportunity for marketers to create innovative activities that have not
previously been viable. However, marketers need to develop an insightful
understanding of consumer behaviour when purchasing products online. This
information will help marketing managers to plan their marketing mixes and offers
to better meet customer‘s requirements. By doing so, companies will establish,
maintain or increase customer satisfaction, build strong brand loyalty and
ultimately,
Provide consumers with a solid rationale for continuing to buy the same brand.
These studies are thus significant as it is a preliminary attempt to identify factors
and their relative strength in influencing consumer decision making when buying
health foods online. The research problem and objectives of this study are
addressed next.
Online food ordering system is a system to manage the business. The main point of
developing this system is to help the customers to manage the business and help
customers through online ordering and lunch reservation. The project is being
developed because of the long queues that will be in the restaurant during lunch or
dinner hours, one for purchasing tickets and one for collecting food.
With the new system, the customers would be able to order their food from the
comfort of their offices, classrooms, hostels and anywhere outside the school
campus without queuing. The system will cater for the disadvantages of the
traditional method which is currently in place.
1.2 Problem of the study
Services are websites that feature interactive menus allowing customers to place
orders with local restaurants and food cooperatives. Much like ordering consumer
goods online, many of the seallow customers to keep accounts with the min order
to make frequent ordering convenient. A customer will search for a favourite
restaurant, choose from available items, and choose delivery or pick-up. Payment
can be amongst others by credit card or cash, with the restaurant returning a
percentage to the online food company. Online food ordering services are websites
that feature interactive menus allowing customers to place orders with local
restaurants and food co-operatives. Much like ordering consumer goods online
many of these allow customers to keep accounts with them in order to make
frequent ordering convenient. A customer will search for a favourite restaurant
chooses from available items, and choose delivery or pick-up. Payment amongst
others by credit card or cash with the restaurant returning a percentage to the online
food company. While-commerce has been around for over a decade closing the gap
between food and the internet has taken longer. The first restaurants to adopt online
food ordering services were corporate franchises such as Domino‘s and
PapaJohn‘s.
Online food ordering could be called the response of the internet to the desire for
delivery food. It is a growing trend especially in urban areas and on college
campuses that allows people to order from restaurants featuring interactive menus,
by use of their internet connection. In many cases handle complicated web pages
can be used to make orders, though a lot of people rely on a desktop or laptop
computer for this. ‗Ordering form grocery stores to stock the kitchen, instead of
placing one time orders with a restaurant. There are several ways in which online
food ordering from a restaurant may occur. A restaurant can have its website with
easy features for placing an order for pick up or delivery. Some add a third option
of being able to make reservation. Instead of calling for a delivery, people just
access the internet to the restaurant site and make their order.
However, with times due to increasing awareness and influence of western culture,
there is a slight shift in food consumption patterns among urban Indian families. It
started with eating outside and moved on to accepting a wide variety of delicacies
from world-over. Liberalization of the Indian economy in the early 1990s and the
subsequent entry of new players set a significant change in lifestyles and the food
tastes of Indians.
Fast food is one which gained acceptance of Indian palate after the multinational
fast-food players adapted the basic Indian food requirements viz. vegetarian meals
and selected non-vegetarian options excluding bee fandpork totally from their
menu.
Multinational fast food outlets initially faced protests and non-acceptance from
Indian consumers. This was due to primary perception that these fast food players
serve only chicken and do not serve vegetarian meals. Per received expensive
besides being out-of-way meals in Indian culture. Today, fast food industry is
getting adapted to Indian food requirements and is growing in India.
Gaining acceptance primarily from Indian youth and younger generations and is
becoming part of life. Keeping in view the Indian habits and changing preferences
towards food consumption, this study has its focus to understand the factors
affecting the perception of Indian youth, in the age group of 20-30 years, towards
consumption of fast food as well as towards making choice of fast food outlets.
There are advantages for both the customer and for the restaurants who participate
in online ordering. First, a customer can order at will when they have time to. Also,
the customer is able to customize their order the way they like it without errors in
communication between the customer and the person taking the order. In addition
to customer advantages, the restaurant is able to take more orders with less staff.
The restaurant does not need awaited or hostess to be on the phone to take the
order. The order can go straight to the kitchen.
Disadvantage for Electronic Ordering
Customers are not able to ask about quality of food or ask for any specialized diet
foods. It is more difficult to ask for gluten free or allergy free foods with online
ordering. Also, it is more possible for a customer to place an order, but never pick
up the order which can lead to waste of food and possibly a loss of profits.
In this day and age where presence in the virtual world is an imperative, small
restaurants and entrepreneurs too need to take benefit of it. Online food ordering
websites present just the options. By Saionji Baldur
The difference between the organized and the unorganized sector in the Indian
hospitality industry is huge. This does not just include hotels, but also the food
service segment. Apart from the organized chain restaurants, most restaurants cater
to local needs and often at a micro market level. In such a scenario, creating a loyal
customer base is not difficult and a specialized marketing and sales force may not
be necessary. By David Buttress
Enter online food ordering websites. These websites have been developed more for
consumer convenience than anything else. But they do open a plethora of
opportunities for small establishments to grow their business further. Online food
ordering has been an international phenomenon for a while now. There have been
many variations in India as well which have taken off at different periods of time,
but success has been hard to come by. One of these early ventures was
HungryZone.com which started out in 2006 in Bangalore with more than 650
restaurants in the city.
The company was recently acquired by the British JustEat. Command was
launched as JustEat. In India which is expected to go national in another year or
so. The website is already active in Bangalore, Mumbai and Delhi. David Buttress,
MD of JustEat.com informs, ―We will be looking at Kolkata, Chennai,
Pune,Hyderabad, Ahmadabad, Chandigarh and Goa to provide the website‘s
services.‖ The Just-Eat Group operates in the UK, Denmark, Sweden, Belgium,
Spain, Netherlands, Ireland, Norway, Canada and India. Just-Eat.com (founded in
2000) will invest US $ 5-10 million over the next three years into its Indian entity.
By Aditi Tarija.
The study of the problem is limited only with in the city of Mumbai. It includes the
customers who use the online food ordering system. The study is very much
important for knowing the customers‘ perception of online food ordering and this
is analyzed based on randomly selected 100 sample size due to the time constraint.
Consequently the food and diet patterns of the various strata of urban population
deserves more attention than they have been given so far, not only for their
implications on food and agriculture planning but also for determining remedial
actions and preventive measures.
Consumers have specific needs and expectations with respect to their food. With
intensive urbanisation, large volumes of food move through the systems and the
food systems themselves are becoming increasingly complex. With these changes
in the Indian population more individuals stay in different cities for the purpose of
studies and employment and the busy schedules of both the husband and wife in
the family, the demand for online food ordering have developed and going up
steadily.
• To provide convenient and easy access in placing their orders and payment.
In the 1st chapter, the investigator presents the concept and introduction, problem
of the study, scope and significance of the study, objectives and statement of the
problem, need for the study.
In the 2nd chapter, the investigator presents profile of the study and review of
literature.
The 3rd chapter deals with the statement of the problem, variables of the study,
operationaldefinition,objectivesofthestudy,sampleselection,samplingprocedure,
tools for collecting data.
The 4th chapter deals with the analysis and interpretation of data.
In the 5th chapter deals with the summary, findings and conclusion of the study.
Operational definition
Online ordering: This term is used to describe transaction carried out by 7 days a
week, throughout world time zones consumers in order to search, select, and
purchase products via the Internet.
CHAPTER II
Seasons Known in providing guests‘ genuine hospitality and service that exceeds
guest‘s expectations our management team employs this philosophy in all of their
daily efforts.
Seasons Hospitalities has successfully churned the demand in this Segment, it has a
diverse portfolio encompassing hotels, resorts, restaurants and corporate
hospitality. The properties vary by type, size and the market niche they serve. We
provide a consummate and unmatched international hospitality experience at
competitive price offerings.
A strong focus on the proverbial bottom line, continued development of staff and
an intricate understanding of the needs of the Indian market and consumer have
catapulted the Company to its present glory. Through experts and a comprehensive
involvement it tries to make every project a success. The Company firmly believes
that mutual respect, long term partnerships and strong ethics and integrity are
essential to achieve ultimate success. It follows the principle, “Right Services at
Right Time”
Seasons Advantages
When you get right down to it, success is all about value and trust…
Value is a product of trust. The trust your clients have in you. The trust you have in
your people, strategies, and systems. And the trust you have in your business
advisors.
As one of India's leading hospitality consulting firm, we understand that value and
trust are also the ingredients of aquality relationship—and that they are earned over
more than a single engagement. No matter how big you are, public or private, and
in what segment of hospitality you do or chose to set up business, we can help
deliver a "smarter" solution, and reach your goals.
You can find out more about some of our key projects that we‘ve helped with
specific areas of expertise.
Accenture
Mphasis
EMC
Samsung
JPMC
CGI
Wells Fargo
SAP
SchneiderElectric
ABB
Cognizant
ARM
IonMountain
Ericson
Quintals
Airbus
Cascadian
Delloite
WNS, QUALCOMM, IGATEPatni, L&T, WidiaIndia, SONY, Century Link
Etc.
Seasons Hospitalities is continuously working towards developing world class
systems and a training culture to deliver customer delight by constantly raising the
levels of customer satisfaction. It aims to extend the signature Seasons hospitalities
in every city across the country. There is a constant endeavor to evolve into a
progressive organization, which extends equal opportunities of growth and
progress for all its employees and partners by providing them continuous training
and counseling at every stage. As the Company takes on the challenges of
exploring new opportunities in the hospitality business, we invite best teamand
Partners to be a part of this journey in achieving mutual goals and setting quality
benchmarks for others to follow.
Project Consulting
Hotel ManagementServices
Facility Management ConsultancyServices,
Implementing Standard Operating Procedures and Modules,
Manpower,
Training
Sales and Marketing Services - We do exclusive Tie-up with Corporates
Scope of Services in Details
Advantages of Review:
He must become acquainted with the significant research findings. In these ways
he can identify some of the exact spots where there is a void in existing knowledge
which helps him to raise important questions and formulate significant research
problems.
Restaurants can offer electronic ordering both through their own online or mobile
site and through sites that serve multiple restaurants, and some restaurants also
accept orders via text message or through Face book (although that channel is
CASE STUDY 1—first report of this series on online ordering, co-author Philipp
Laque
23 percent of the 326 largest chains in the U.S offered online food ordering.
Online ordering was most frequent in the fast casual segment (48.5percentof
all restaurants.)
Chains were most likely to accept electronic ordering and Mexican
restaurant are also active in this area (44.4%)
1000 adults found that 43 percent of survey respondents had ordered food
online using a computer.
23 percent had ordered food via text message.
Consumers were more likely to have used electronic ordering than old
respondents.
60 percent of the respondents between 18- 34 years old have ordered online
as opposed to 35 percent of the people aged 35 or over.
CASE STUDY 3- Online survey of consumers. ―Cornell Hospitality Report‖.
January 2011.
Consumershadorderedfoodfortakeoutordeliveryduringthepreviousyear.
Nearly half of the respondents (48.5 percent) had ordered food for takeout or
delivery online.
Women were more likely than men to have used electronic ordering.
Respondents living in urban and suburban areas were significantly more
likely to have used electronic ordering than those from rural areas or small
towns.
Customerswhoevaluateservicequalitybasedoninteractionswithemployees
didn't want to use self-service ordering.
Similarly customers who are uncomfortable with technology may be
reluctant to try an electronic self- service site because they may be afraid of
getting tangled up in the technology.
Brymer (1991) states that the hospitality industry is comprised of those businesses
which practice the act of being hospitable; those businesses which are
characterized by generosity and friendliness to guest. This business that comprise
the major segments of the industry: food service, lodging, travel and recreation.
Grunert stated that" people seek food, not nutrients. The common belief
sunderlying all these classifications are that food has social and psychic meanings
that meals serve as communicative symbolism, and "that eating is an experience
that may be invested with many intellectual and emotional values quite apart from
metabolic utilization of the food" (Babcoke, 1948,p.390).
Hall (1977) stated that the millions of people who "eat out" every day have a wide
variety of needs and tastes from a quick lunch to a luxurious meal with elaborate
service. Because of these differences there are many kinds of restaurants varying
from street stands for a hot dog or bowl of noodles to elaborate restaurants with the
best cooking.
There are millions of people away from their homes every day either by necessity
or by choice. The restaurant and catering business has developed to feed this huge
number of transients-office and factory workers, school children, military
personnel, travellers, and 6 people out to have a good time. Because there are so
many to feed, there restaurant and catering business is one of the largest and fast-
growing industries in the world. Those who eat away from home spend vast sums
of money for restaurant or catered meals (Hall, 1977). Ten years into the new
millennium, US. Restaurant industry sales will reach $576.9 billion or about $222
billion more than is generated currently, according to a newly released industry
forecast. While the restaurant industry now garners about 44 cents of every dollar
spent on food, the sales are projected to climb to a 53.2 percent share of the total
food dollar by 2010, according to the National Restaurant Association (Papiernik,
1999).
The restaurant business, say the National Restaurant Association (NRA), is the
third largest of all businesses in the United States (Lungberg,1994). Local
restaurants are made up of establishments that include fast-food units, coffee
shops, specialty restaurants, family restaurants, cafeterias, and full-service
restaurants with carefully orchestrated "atmosphere", said Goeldner, Ritchie and
Mcintoch (1999). According to Lungberg (1994), the NRA classified all eating
establishments into three categories: Commercial foodservice, institutional
foodservice, and military foodservice.
According to Lungberg and Walker (1993) said that the reasons for "eating out"
are several and some of them complex. The National Restaurant Association
(NRA)has sponsor edanumber of studies of restaurant consumer sand their
reactions to various kinds of restaurants. According to one of these studies, the
three most important considerations in the decision to eat out were:
Customer Satisfaction
AccordingtoTheCityPages,Minneapolis/St.PaulreviewedaboutoneVietnamese
restaurant in town by Moskowitz (1999) said ―Customers are stocking up in pursuit
offresh,simple Vietnamese food made with anemphasis on clean flavor and bright
herbs, delivered quickly, and priced reasonably".
As the customer besieges this is expected to become of even greater concern. Rising
expectations manifest themselves in a desire for a better price/ value relationship.
Perception
Motivation can be described as the driving force with in individuals that impels
them to action. This driving force is produced by a state of tension, which exists as
the result of an unfulfilled need. Individuals strive-both consciously and
subconsciously-to reduce this tension through behavior that they anticipate will
fulfill their needs and thus relievet hem of the stress they feel. The specific goals
they select and the patterns of action they undertake to achieve their goals are the
results of individual thinking and learning (Schiffman and Kanuk,1994).
What motivate people to eat out According to Lundberg (1994) said people eat out
for a variety of reasons: to satisfy hunger, social needs, and ego and self-fulfilment
needs. The most popular theory of motivation, that proposed by A.H.Maslow,
states that humans are wanting animals. As soon as one need is satisfied, another
appears to take its place, motivating from the need for safety or security upthe
scale through social, ego, and self-fulfilment. People go to restaurant to satisfy not
only hunger but also self-esteem, self- respect, self-confidence, and prestige needs
Various internal and external factors combine to influence how customers choose
where, when, how, and why to eat out. The vehicle used to explore this will be a
national study prepared by the National Restaurant Association on the dinner
market.
Decision Scenarios
This report divides all dinner decisions into five basic decision scenarios:
"Nice meal out." The desire is t enjoy the satisfaction or enjoyment of eating
out, being served, and getting good food, lots of it, at a reasonable price.
"Craving." This refers to a desire for a particular type of food; seeing or
smelling this type of food can set off the carving.
"Making sure that everyone is getting something to eat." This motivation
comes from the hectic pace of everyday life, attempting to balance a variety
of work and family schedules.
CHAPTER - III
Methodology
3.1 Introduction to Research Design
Research design is a logical and systematic plan prepared for directing a research
study.Itspecifiestheobjectivesofthestudyandtechniquestobeadoptedtoachieve the
stated objectives. It is a specification of methods and procedures for acquiring the
information needed for solving the problem. It involves arrangement of condition
for collection and analysis of data in a manner that aims to combine relevance to
the research purpose with economy in procedure. So are search designis the
conceptual structure with which research is conducted.
In the previous chapter a brief review of related literature was presented. The
review of related literature helped the investigator to have a clear background
about the subject of study and also a method and procedures to be adopted for the
present study.
In the present chapter it deals with the methodology of the concerned study in
terms of statement of the problem, operational definitions sampling procedures,
size of the sample and description of the tool have been explained.
Research design is a logical and systematic plan prepared for directing a research
study. It is quest for knowledge. Research may be defined as a process of knowing
new facts and verifying old ones by application of scientific methods to a natural
or social phenomenon.
The success of any project or market survey depends heavily on the data collection
and analysis. It is necessary that the data collected is a reliable data in order to
achieve the research objectives. All data sources can be classified into two:
Sampling is a miniature picture or the cross sectional of the entire group from
which the sample is taken. The most important factor in determining the general
ability of research results is the selection of sample used in collecting the research
data, so after finalizing the variables the entire population is to be made the subject
for data collection or a particular group is to be selected as representative of the
whole population.
Sample design:
Non probability sampling is used. Random customers who use electronic food
ordering especially who are within the area of Bangalore city were selected for
primary data.
Sample:
A Sample of 100 customers both male and female drawn from Mumbai district
have given back the duly filled up questionnaire. Out of the total population of
customers in Bangalore 100 respondents have been taken as the sample size.
A Google Forms (research) tool plays a major role in any worthwhile research as it
is the sole factor in determining the sound data and in arriving at perfect
conclusions about the problem or study on hand, which ultimately, helps in
providing suitable remedial measures to the problems concerned.
Questionnaire--- For this project work, data is collected from respondents using
the questionnaire. In a statistical enquiry the requisite information is often
collected through a provided 1Performa in the form of a questionnaire. The
investigator intends to use a tool and a manual to measure the customers‘
perception among the customers of Mumbai city. It consists of four options of
summated rating scale. This sheet contains a series of questions, which the
investigators are supposed to ask the information and the respondents are supposed
to tick the option against each individual question.
Limitations
The sample size is small for the accurate study of the customer.
Some respondents might have given biased answers which might have an
impact on the findings of the studies.
Lack of prior research studies on the topic respondents don't have time to
read the full questionnaire as they fill it randomly.
Due to small size of sample, it's difficult to identify significant relationship
with the customers.
Respondents tried to escape some statements by simple answering.
CHAPTER – IV
In the previous chapter the methodology used by the researcher is carrying out the
present investigation had been discussed in detail. The present chapter deals with
the presentation of the analysis and interpretation of the data.
As stated earlier the purpose of this study was to find out the customers‘ perception
towards online food ordering among the customers of Mumbai city. The data
obtained from responses to the questionnaire, and tabulated and analysed. The data
for this purpose was collected with the help of readily available tools. Interest of
customers is necessary to find out the answer for the questions.
Education level
37
56
Interpretation from the above graph it was found that 56 percent of the respondents
have completed their post-graduation followed by 37 percent who have completed
their graduation, and the least 1 percent has completed their SSC and HSC.
Age
5 2 9
26 22
34
Interpretation from the above graph it was found that most of the respondents who
ordered food electronically were between the ages of 31-35years followed by 32
percent who are between the ages of 26-30 years. 8 percent of the respondents are
between the ages of 36-40 years, 7 percent of the respondents are between 20-25
years of age, 5 percent of the respondents were between 41-45 years of age and the
least was 2 percent between the age of 50 and above.
Gender
42
58
Male Female
Nearly 58 percent of the respondents were male and 42 percent were female who
have answered the questionnaire. It was selected randomly.
Table 04: Showing the Occupation of Customers
Occupation
35 10
39
43
Interpretation from the above graph it was found that nearly 39 percent of the
respondents were employees followed by 39 percent who were professionals, 10
percent of the respondents were self-employed and 10 percent were house wives.
Table 05: Showing the Marital Status
Occupation No of respondents
Single 21
Married 71
Marital Status
42
58
Male Female
Interpretation from the above graph it was found that nearly 71 percent of the
respondents who were selected randomly are married and nearly 21 percent were
single.
Table 06: Showing the awareness about the Electronic Food ordering
channels?
12
85
Yes No
Yes 50 37%
To some extent 38 53%
Quite an extent 4 2%
4 7
38
50
Channels No of users %
Telephone/Mobile 75 38%
Restaurant Site 70 35%
Restaurant App 23 12%
Others 5 3%
Multiple restaurantsite 27
Restaurant Apps 23
Restaurant Site 70
Telephone/Mobile 75
0 10 20 30 40 50 60 70 80
Table 09: Showing the convenient Electronic channel to order food online?
61
39
16
13 12
Telephone/Mobile Restaurant Site RestaurantApps Multiplerestaurantsite All of theabove
Nearly 43 percent of the customers used Telephone because even today telephone
is the main source of communication 28 percent of the customers use Restaurant
site followed by 11 percent who use Restaurant App, 9% use Multiple restaurant
site and remaining 9% use all channels. Telephone media is very widely used and
accepted channel, people found themselves more comfortable and safe.
In India now Telephone is basic necessity hence this channel is more popular. Also
the restaurant website are becoming popular and in near future definitely it will
overtake the telephone channel.
56
58
36
22
Special occasion,
Social, 36
37
Romantic, 10
and Special Occasions are 24% each wherein on social and don‘t want category
contributes 23% each. On Business events and special occasion‘s people tend to
order foods online hence the customers
70
60
50
40
30
68
20
10
25
Daily
Weekly
Monthly
Yearly
Never
Weekdays 11 11%
Weekends 37 37%
Anytime 52 51%
Never 1 1%
60
50
40
30
20
52
10 11 37
Weekdays 1
Weekends
Anytime
Never
Spouse
Friends 56
Advertisements
41
Internet
46
Newspapers 27
10 20 30 40 50 60
Interpretation from the above graph shows that nearly 32 percent users came to
know about the project through friends followed by 26% through internet and
23% through advertisements. It is clear from the about details that the customer
satisfaction and customer relationships helps in growth of business. Company
should take measures to improve quality, customer satisfaction, marketing, etc.
Table 15: Showing on an average, how much money do you spend monthly to
order food electronically?
Per OrderAmount
46
50
40
46
30
20
10
0
1000 No. of Users
2000
3000
More than 3000
Inter pretation from the above graph shows that nearly 47 percent of the respond
opened Rs.1,000 per month on using online food followed by 39 percent who
spend Rs. 2000 and 7 percent respond spend 3000 & 7 percent in more than 3000.
The highest order is received in 2000 category, the middle class people have placed
more orders and the bulk of order is medium. Company should adopt measures
wherein the interest of order category of 2000 is addressed well on time which will
help in meeting the organizational goals.
Table 16: What are the challenges you faced while ordering food
electronically?
Others
10 20 30 40 50
Interpretation from the above graph shows that nearly 78 percent of the
respondents felt secured and nearly 20 percent of the respondents were not secured
while ordering food electronically due to various reasons. The details gathered
clearly states the electronic media is becoming popular and people felt that it is
Safer hence company should make sure that the online websites are managed
properly and provide required information about the product online.
Table 18: What mode of payment do you prefer the most?
Payment Mode
80
80
60
40
20
23
Internet Transaction
Cash on delivery
Credit
Users were significantly more likely to say that they would use or
recommend online ordering food.
Most of the respondents even today use telephone as the main source of
communication to use electronic food ordering.
Respondents between the ages of 31-35 years ordered electronic food more.
The analysis found that there was lot of demand on cash on delivery
5.2 Recommendations:
As professionals lack time to cook and since they have to get back on their
busy lives, electronic food ordering should be made convenient for the
musing various gadgets.
As most of the customers use telephone and mobile phones to order food
online, restaurant operators should encourage them by responding
effectively to telephone calls that provide human interaction.
Customers face a lot of challenges as the site is slow. Thus the restaurant
operators must know some techniques to place the order quickly and
effectively.
Restaurants should focus on giving their customers the best quality and
various options on choosing the variety of foodstuff.
The chief reason of electronic ordering is convenience. The single most important
attribute of electronic ordering is accuracy. This study found that online food
ordering is reasonably popular among the residents of Bangalore city. Nearly 90
percent of the respondents were aware of the electronic food ordering. Customers
between 31-35 years of age ordered more electronic food and it was often ordered
as they didn‘t want to cook especially during the weekends. Customers who
evaluate service quality based on interactions with employees won‘t want to use
self-service ordering. Similarly, customers who were uncomfortable with
technology may be reluctant to try an electronic self-service site because they may
be afraid of getting tangled up in the technology. This study has shown that
perceived control and convenience are keys to customer use of online ordering
which leads to higher satisfaction. My findings indicate that restaurant operators
should focus on giving their customers higher levels of perceived control and
convenience, since these are associated with a higher in tent to use online ordering
in the future. Young customers are more likely to use online, mobile or text
ordering. Young customers place a greater value on convenience and speed than
older users do.
To conclude customers will appreciate not having to wait and other waiting
customers may be motivated to try electronic food ordering.
Questionnaire:
Instructions:
Kindly read the following statements and tick (√) your responses in the appropriate
box/ column. Kindly respond to all items honestly without omitting any items.
- - - -40 - -
SSC 10+2/HSC
4. Occupation:
Married
4. Are you aware about the Electronic Food ordering channels?
No
Yes
To some extent
Quite an extent
Telephone/Mobile
Restaurant Site
Restaurant App
Multiple-restaurant site
Others
Telephone/Mobile
Restaurant Site
Restaurant App
Multiple-restaurant site
58
8. What kind of Gadgets or Technology you prefer to use while you orderfood?
Simplecellphone
Smart phone
Laptop
Ipad
Others
Business Event
Special occasion
Romantic
Social
Daily
Weekly
Monthly
Yearly
Never
59
11. What days do you order?
Weekdays
Weekends
Anytime
Never
12. How did you come to know about the electronic food ordering process?
Newspapers
Internet
Advertisements
Friends
Spouse
13. On an average, how much money do you spend monthly to order food
electronically?
1000
2000
3000
60
14. What are the challenges you faced while ordering food electronically?
Site is slow
Others
Yes
No
InternetTransaction
Cash on delivery
Credit
61
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